Guest Services Team Member - Ontario Sports Empire

Job Description

Job Description

GUEST SERVICES TEAM MEMBER - Ontario Sports Empire

OSE SFM, LLC

LOCATION: Ontario, California

DEPARTMENT: GUEST SERVICES

REPORTS TO: OPERATIONS DIRECTOR

STATUS: PART-TIME (NON-EXEMPT)

ABOUT THE COMPANY:

Ontario Sports Empire is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Ontario, California. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.

Ontario Sports Empire is a managed facility by Sports Facilities Management, LLC, a Sports Facilities Companies (SFC) company. SFC is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.

SFC has been awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.

POSITION SUMMARY:

The Guest Services Team Member provides the first point of contact for all guests. This role is expected to provide excellent customer service to all visitors and always displays a vast amount of knowledge of the facility's programs and offerings. Team Members working within Guest Services include front desk, ticket sales and the family entertainment area (arcade, laser tag, e-sports and birthday parties).

PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

GUEST SERVICES

• Greet guests and provide information and way-finding as needed
• Provide courteous and friendly first-in-class service to all guests
• Register guests and process payments for leagues, camps, clinics, drop-in, etc.
• Be knowledgeable about facility programs (practices, events, format, pricing, meeting dates/times)
• Operate multi-line phones and the front desk computer software system
• Record waivers and event information
• Record event scores (tournaments/leagues) and print game sheets on a daily basis
• Maintain confidentiality and discretion with guest and Team Member information
• Professionally resolve guest concerns and complaints and/or direct to appropriate manager
• Maintain a clean space and perform regular walk-throughs (indoor/outdoor) to ensure venue cleanliness
• General arcade knowledge and willingness to learn and assist in the family entertainment area
• Sell tickets and distribute wristbands for events when needed
• Assist with event set-up and breakdown as needed
• Know and enforce the venue policies and procedures
• Complete special projects, daily assignments, and other duties as assigned
• Parking Attendants (as needed): Direct facility traffic, collect fees and monitor parking passes, barricade organization, facilitate disabled access, report suspicious behavior
• All other duties as assigned by management

MINIMUM QUALIFICATIONS:

• Flexible work schedule (e.g., nights, weekends, holidays and long hours)
• Excellent communication skills, both verbal and written
• Ability to maintain focus in a high-volume, fast-paced environment
• Must have excellent guest service skills
• Must be detail-oriented and have outstanding organizational skills
• Ability to multi-task, prioritize, and remain calm and focused in difficult and stressful situations
• Must be respectful and friendly to our athletes, guests, visitors, spectators, leaders and fellow team members
• Must work well with others
• Must take personal initiative for the betterment of the team and venue
• Commitment to the safety and well-being of others
• Customer service and cash handling experience preferred or quick study

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• Must be able to lift 25 pounds waist high
• May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop or bend
• Will be required to operate a computer
• Facility has intermittent noise